Emergency Dept. Patient Access Rep, Evening

Position: Emergency Department Patient Access Rep

Department: Patient Access Services, Menino Pavilion

Schedule: Full Time, 40 Hours Mon - Fri 3:00pm to 11:30pm

It is important to note:

• Must be comfortable working in proximity to patients with varied medical, traumatic and mental health issues.

• Team Members rotate patient registration assignments into clinical treatment areas at the patient bedside, as well as at the central registration desk. 

• Required to conduct patient registration duties in a very fast paced, high acuity Trauma I Emergency Department.

• On occasion, Team Members may be asked to cover additional hours on the schedule to ensure adequate coverage and to support patient flow.

POSITION SUMMARY:

The Patient Access Rep will be responsible for handling inbound and outbound communications for Emergency registration.  The Patient Access Rep will handle patient inquiries, following-up with patients resolving patient questions/concerns regarding insurance verification and authorization management. Conduct registration duties in a very fast paced, high acuity Trauma I Emergency Department. Must be comfortable working with varied medical, traumatic and Psychiatric issues.

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JOB REQUIREMENTS

EDUCATION:

High School Diploma or GED required.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

None

EXPERIENCE:

Required:  1-2 years of relevant experience (one of which in admitting, medical office, managed care or insurance).

Preferred:  Additional training as a Medical Assistant, Pharmacy Technician, or other relevant healthcare background, training and/or experience that will provide the ability to understand and be fluent in medical terminology.

KNOWLEDGE AND SKILLS:

• Must understand computer, office and medical terminology
• Must demonstrate ease with medical terminology and be able explain healthcare issues to patients with empathy and concern
• Ability to empathize with and coach the patient in navigating the healthcare system
• Effective interpersonal skills to with a diverse group of professional and personalities in a team environment
• Excellent English communication skills (oral and written) with the ability to  communicate effectively with patients over the phone and in email and other communications
• Must be comfortable using multiple advanced communication tools, including phone calls, online chats, emails, faxes or mail.
• Basic computer skills and knowledge of Microsoft Office applications (MS Word, Excel & Outlook) and document work in a professional and efficient manner
• Have strong interpersonal skills and be able to work well in a team environment.

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Delivers outstanding customer service to both internal and external customers.
• Ensures the integrity of the data in the hospital’s information system with respect to patient demographic, insurance and admission information.
• Verifies patient insurance using various methods.
• Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.
• Assists in ensuring adequate departmental coverage when needed. This includes covering in the Admitting or Emergency Department at the direction of the Admitting Manager.
• Participates in holiday coverage rotation.
• Conducts inpatient interviews.
• Secures patient valuables.
• Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
• Demonstrates ability to handle difficult situations by using effective problem solving skills.
• Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.
• Collects insurance copays from patients.
• Collaborates with others to ensure a positive and effective patient experience.
• Demonstrates ability to work independently and as part of a team in a fast paced environment with constant interruption.
• Flexible availability to accommodate work coverage requests.
• Able to accurately type at least 40 words per minute.
• Relates effectively to various types of customers in a professional and courteous manner.
• Utilizes supervisor or manager to resolve issues/concerns as needed.
• Attends and participates in departmental meetings.
• Commits to recognize and respect cultural diversity for all customers (internal and external).
• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
• All other duties as assigned.

SPECIAL WORKING CONDITIONS:

The BMC Emergency Department is a Level 1 Trauma Center and serves more than 130,000 patients each year.  This is a very fast paced environment with a large number of patients to serve on a daily basis.  You will need to always be aware of your surroundings and understand that responsiveness in this area is often critical in nature.  The environment is a high stress area and can often times be chaotic.

Equal Opportunity Employer/Disabled/Veterans